Omnichannel CommerceBuilt for your Industry on Salesforce

The CloudSense Platform is an end-to-end solution for the full commerce journey across every sales channel with industry specific functionality to deliver the performance and experience you need and your customers want. Whether you are a Communications Provider, Media business, Utilities supplier or a high scale company looking for a more comprehensive Commerce solution, CloudSense can help.

CloudSense is 100% built on the scalable, reliable and secure Salesforce Platform. The CloudSense Platform is designed to transform sales effectiveness from high complexity Business to Business products to high volume Business to Consumer services. Bringing together the best in Commerce and CRM you benefit from seamless working, increased user adoption and faster innovation.

Companies benefit from higher order values, reduced order errors, increased automation of sales processes and quicker product launches. The customer purchase journey is optimized with a single product catalogue across all sales channels; customers end up with one order and one bill. Industry specific interfaces, features and data models lower the cost of ownership and accelerate innovation by removing the custom build gap.

Customer Service Agents

Transform your customer call experience with Configure Price Quote and Order Management. Visibility of quotes, orders and live services combined with guided flows to create and change everything.

Field Sales

Sell anywhere with Configure Price Quote and Contract Lifecycle Management on a single app that works with or without an internet connection. Use with Salesforce1 and rich media showroom apps.

Channel Partners

Empower your resellers and distributers by connecting them directly to your sales and delivery processes. Make it easier to sell with accurate real-time product and pricing catalog, tailored to their partnership.

Retail

Bring your retail and online customer experience together with eCommerce. Retail staff login to access specific products and pricing whilst providing an auditable trail of every step of the sale and delivery journey.

IT

Product & Marketing

Launch new products and change prices faster with a flexible and powerful rules driven Product Catalog. Deliver effortless experience without compromising the complexity of how your products are built.

Operations

Deliver faster, reduce errors and increase visibility for everyone with Order Management. Design and automate processes, then manage orders by exception with jeopardy alarms for problem orders.

Take Salesforce further

Scalable, reliable and secure. CloudSense is built on

Your customers’ buying has been reinvented. You need to sell the right products, on the right sales channels and provide the right experience. To deliver exceptional digital experiences for your people and your customers you need a solution that brings together the best technology working in harmony. The CloudSense Platform has always run on Salesforce, designed to bring you the most advanced commerce and delivery capability in apps that complement and enhance the Salesforce Sales, Service, Marketing and Analytics Clouds. Our Industry-specific focus provides a solution that delivers the features and experience you need for your customers. Salesforce, a CloudSense investor, work hand in hand with CloudSense to deliver customer success. Our Industry data models, product catalog, processes and integrations extend Salesforce and remove the need for custom development. You benefit from a reduced total cost of ownership and faster innovation.

CloudSense Platform key features

CloudSense has broad and rich functionality that delivers the commerce experience you want to drive the results you need. Here we outline some of the key industry capabilities and platform features.

CloudSense for Communications

Business sales - Quotes & contracts

Transform your BSS with powerful Commerce software from CloudSense. Our Product Catalog, Configure Price Quote (CPQ), Contract Lifecycle Management (CLM), eCommerce and Order Management has been designed to streamline sales of high volume to high complexity B2B communications services.

Consumer sales - Online, retail & phone

Consumers are demanding an integrated approach to personalized experiences across all channels, bringing together engagement and buying. CloudSense Commerce delivers the buying and delivery experience for new and existing customers across your web store, mobile apps, retail and Customer Service Agents.

Customer Order Management

CloudSense is able to handle the order management of the most sophisticated of communications products and integrate into the service catalog and service order management to ensure feasibility, reserve resources and ensure fulfillment progresses correctly. CloudSense is able to integrate into multiple OSS stacks at the same time to ensure a joined up order management journey across different products.

Industry data model for Comms

CloudSense works with and extends the Salesforce Communications data model to deliver Omnichannel Commerce and Order Management for Communications products and services across B2C, B2B and B2B2C, used by CSPs world wide.

CloudSense for Media

Cross media ad booking and fulfillment

Book accurately across all media channels on one order without leaving Salesforce. Optimizing both sales and fulfillment consistently across all media channels including print, digital, events and sponsorships. Guide your sales with real-time inventory data and logic based quote creation to increase conversion rate.

Connect Google DFP into Salesforce

Book digital ads right first time and have full visibility of pipeline and campaigns in one place with our out of the box ad server integrations. CloudSense delivers the full capability of Google DoubleClick for Publishers (DFP) Sales directly into Salesforce as part of our Ad Booking or as a stand alone service.

Omnichannel subscription sales

Make your subscriptions sales truly Omnichannel and deliver an integrated approach to buying experiences. Consumer or Business customers can buy over the phone, in person or online for subscriptions in a single basket. Dramatically reduce admin time through a single system for all sales from sale through to fulfilment.

Industry data model for Media

CloudSense for Utilities

Residential and Business commerce

Deliver the buying and order management experience your residential and business customers demand, on one platform. Deliver accurate and auditable quotes and contracts. Effortlessly manage the pricing and tax calculations across all tariffs online, in store and via your Customer Service Agents.

Transform self-serve digital experience

Make the digital experience for your customers easy and feature rich to deliver customer satisfaction and reduce contact centre costs. Enable new customers to join efficiently online. Give existing customers the ability to see their services and charges, as well as guide them in their changes, renewals and when moving location.

Proven for Energy and Home Services

Avoid point solutions or siloed business areas with a single platform proven to deliver gas, electricity and home services pricing, sales, contracts and order management. Improve the efficiency of selling and delivering commodities and comfort services whilst opening up new revenue streams into the home.

Maximize existing investment in SAP

Connect your front-end and back-end applications to deliver the optimal customer journey. CloudSense has integrated with legacy CRM and ERP systems, such as SAP Utilites (IS-U), to enable you to leverage your investment whilst benefiting from our leading cloud based commerce platform.

Configure Price Quote (CPQ)

Guided dynamic configuration

Steamline your sales process with scenario based flows based on your business logic that deliver accurate quotes. Prompt your sales team and Customer Service Agents with questions that guide them through the process to deliver the right products, bundles and pricing for your customers.

Intelligent and agile pricing

Give the right price to the right people. Account, partner or sales channel based pricing variations from a single commercial product catalog. Our powerful pricing data model enables tariffs, SKUs, add ons, rate cards, promotions and packages. Pricing is calculated automatically, pulling in current data and inputs to ensure accuracy.

Simple to sophisticated quotes

Provide your prospects with the right quote, at the right time in the right format. Configure proposal templates to ensure your quotes are presented on brand and in a consistent format. From the simple to the complex we have options for PDF, Word and excel formats. Include cover letter, quote summary and T&Cs.

Subscription sales and changes

Existing customer orders are handled in the context of their existing services to provide an efficient move, change and cancellation process. Even during the order fulfilment process you can apply “in-flight” changes. Customers can have multiple products, each with a wide variety of options and you can easily see the changes between each order with our “change delta” view.

eCommerce

Powerful Consumer & Business commerce

Maximize the performance and flexibility of your online channels with powerful commerce that is proven for both the complexity of Business products and the high volumes of Consumer sales. CloudSense eCommerce delivers a scalable guided shopping cart journey to website and mobile apps that supports subcriptions, packages, promotions and numerous pricing models.

Seamless Omnichannel experience

Most purchasing journeys start online but many finish on the phone, or in person. Enable your customers to choose the channel that is right for them, at any point and without having to start their buying conversation again with a central system that syncs their shopping cart for your customers and teams to control.

Plug into any CMS or mobile app

A significant shortcoming of many eCommerce solutions is the need to adopt their full stack, including their Content Management System (CMS). With CloudSense eCommerce you are able to connect our scalable shopping cart and product catalog functionality into your CMS or mobile app. You benefit from leveraging your existing investment and using industry leading solutions such as Adobe Experience Manager.

Make existing customer changes easy

Make sure your digital channels are delivering for both new acquisitions and existing customer sales. CloudSense eCommerce delivers a seamless experience for customers looking to add to or change their existing services on your site or in your mobile app. Customer carts are based on current services from the start, allowing new purchases and changes to be guided in the context of existing products.

Order Management

Processes of any length and complexity

Complete range of customer order management processes are supported from short to long running processes, high volume batch processes and multi-order co-ordination. Processes are designed by defining a series of system or user steps with dependencies between them to ensure the correct process is followed.

Intuitive graphical process designer

Design your processes using our visual drag and drop design interface that enables fast creation and easier maintenance of process templates. Conditional logic and rules can be applied to build serial, parallel and hybrid steps and processes to deliver the journeys you need.

Get visibility with granular reporting

Improve performance with visibility and reporting on overall process performance, as well as the progress of individual orders. As well as utilizing Salesforce reports and dashboards our management console provides a dashboard view of in life processes, their statuses and the performance of the CloudSense engine.

Identify issues with jeopardy alerts

Be the first to know when issues arise and handle orders by exception. Where processes do not complete steps within the defined time jeopardy alerts highlight the issue and raise a case to resolve the problem. Improve your customer satisfaction and save operational cost by proactively communicating and resolving issues without your customer having to contact you.

Mobile

Appointments, quoting and contracting

Transform your experience in the field with a single app to guide your sales teams so they can focus on the customer, not the technology. Sync appointments, contacts and accounts from Salesforce and then use the Configure Price Quote and Contract Lifecycle Management to create quotes and contracts that the customer can sign on the glass.

Sell anywhere with full offline capability

Always be in a position to make the sale with our offline capability. Our mobile application CloudSense Anywhere is able to fully function without an internet connection and then synchronize later on, so your field teams are always productive.

Easy switch of sales channels

Mobile is a central part of our Omnichannel capability, whether it is your customers buying in your mobile app or your field teams using tablets. All channels utilize a common Product Catalog for product and pricing consistency, whilst all configured shopping carts are sychronized centrally so your customers can continue the buying journey on another channel.

Use Salesforce1 and showroom apps

CloudSense brings together mobile commerce with your mobile CRM and marketing to deliver a complete solution that meets the needs of your company. Use rich media showroom apps to market your products with customers and use Salesforce1 to update customer data and collaborate around sales.

Contract Management (CLM)

Streamlined contract authoring

Speed up your sales cycle and deliver contractual consistency with a guided automation of contract authoring, with draft contracts based on the quoted product configuration created from clause libraries covering standard, common variations and variation requests. Create Master Services Agreements (MSAs) and Non-Disclosure Agreements (NDAs) based on Salesforce account and contact information with a single click.

Cross-department collaboration

Bring all your internal people together to collaborate on contract authoring, changes and approvals. Ensure consistency and auditability across the the lifecycle of the contract with a single location where all suggested clauses changes are controlled by user profiles and visible to all parties, as well as being integrated with Salesforce chatter.

Auditable internal review and approval

Remove risk and take back control with an easily configurable internal approval process that is fully auditable. CloudSense enhances the internal Salesforce approvals workflow with our powerful Business Process Management (BPM) capability to deliver a fully automated and scalable process for your company. Internal approvals are traceable with multiple sign offs supported in either serial or parallel processes.

Customer feedback and signature

CloudSense provides your teams with the ability to send a quote or contract directly from Salesforce to a customer for review and approval. Capture contract acceptance with eSignature via email, online with secure PIN access or in person on a tablet.

Product Catalog

Shared catalog across all channels

Increase your commercial agility and deliver a unified experience across all of your sales channels with a powerful common product catalog across the front-office, field teams, agents, resellers and self-service sales channels. Launch new products and make pricing changes faster, whilst retaining the ability to vary availability of products and pricing for different channels, partners and customers.

Flexible product lifecycle management

Give the power of creating and maintaining your products, promotions and rules to your IT, product and pricing teams. Manage the lifecycle of when products are available and which people can sell them. Change individual products, make changes in bulk and control versions to allow easy roll back to previous product catalog versions.

Extensive pricing strategies supported

CloudSense has the most comprehensive pricing capability on Salesforce. Our powerful pricing model enables a range of commercial strategies including tariffs, SKUs, add ons, rate cards, promotions and packages. Pricing can be account, channel, partner or user specific and pricing calculations include logic for discounts and required approvals.

Intelligent rules based product catalog

Ensure order accuracy and feasibility with an intelligent product catalog. Define all the attributes and rules which decide how your products can be configured, priced and bundled together to deliver the right quote, at the right price, every time.